Customer Service Administrator (with training) in Coventry

The role will be responsible for handling a variety of complaints & disputes received on the Leasys portfolio. It is essential that all complaints are assessed promptly and investigated diligently before deciding upon the outcome and communicating it appropriately. The position requires the role holder to have a robust understanding of the company’s range of products and procedures, together with a working knowledge of the regulatory framework that governs the industry and that which relates specifically to the handling of complaints.

The role is also responsible for the release of data under GDPR and will support in ensuring Data Subject Access Requests (DSAR) are complied, redacted, and dispatched in line with current Data Protection Legislation timelines. This position is primary for enhancing the Leasys brand through continued commitment to our vision and values.

Location: Hybrid (Home‑based with two days per week in Pinley House)

Salary: £30-£35k based on experience

• Complaint Management & Resolution
• Manage and resolve FOS and BVRLA complaints in line with Customer Care processes and regulatory requirements.
• Investigate complaints end-to-end, working with internal teams and external partners (dealers, brokers, suppliers).
• Make fair, well-reasoned decisions on outcomes, including redress, ensuring they withstand regulatory and ADR scrutiny.
• Handle a high-volume caseload, ensuring all complaints are resolved within regulatory timelines.
• Risk, Compliance & Regulatory Knowledge
• Analyse complaints to assess customer risk, identify potential harm, and escalate regulatory breaches or operational issues.
• Maintain strong knowledge of the regulatory framework (including Consumer Duty) and ensure compliance.
• Customer Communication & Experience
• Build and maintain relationships with manufacturer Customer Care and Fleet Support teams.
• Processes, Systems & Data Management
• Use internal procedures and SLAs to identify service failures and determine appropriate resolutions.
• Accurately log and manage complaints using Salesforce or relevant systems.
• Manage Data Subject Access Requests (DSARs), including data gathering, validation, and response delivery.
• Monitor and report complaint trends, supporting root cause analysis and continuous improvement.
• Identify opportunities to improve processes, systems, and customer experience, with evidence-based recommendations.
• Provide regular reporting on complaint status, including business impact and costs.
• Team Support & Operational Effectiveness
• Support team capability through training and acting as a point of reference.
• Demonstrate flexibility across Customer Care functions to support workload demands.
• Meet individual performance targets and contribute to team objectives.
• Participate in projects and initiatives to enhance the overall customer journey.

PERFORMANCE MEASURES:

• Delivery within quality, time and cost objectives.
• Quality checking average score to be in excess of 80%.
• Ensure all complaints receive an acknowledgement letter within 24 hours of receipt.
• Ensure regulatory timescales are respected at 28 and 56 days from receipt.

Previous experience in a customer services environment is essential. Experience in handling complaints in a financial environment. Good knowledge of Complaints Regulation. Excel and Word to Intermediate level. Salesforce experience.

We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.